Escalation Manager

Responsibilities

• Run structured escalation paths between Customer operations and the transformation engineering team.
• Provide senior engineering representation in MIM / major incident calls.
• Author post-incident reviews and feed lessons into the Stability programme reporting.
• Required experience and qualifications
• Minimum 5 years as Escalation Manager / Senior Service Manager in enterprise IT.
• Demonstrable delivery on similar regulated client environments.
• Demonstrable delivery experience in a regulated industry - financial services, government, pharmaceuticals, energy or similar - including familiarity with change control, audit and compliance constraints.
• Experience working in a large, geographically distributed global organisation, comfortable operating across multiple time zones and cultural contexts.
• Experience working within a globally distributed team, collaborating effectively across multiple time zones and cultural contexts.
• Excellent written and verbal communication skills; able to engage with senior stakeholders and translate technical detail for non-technical audiences.
• Comfortable working in a hybrid client/partner team with clear ownership boundaries.
• Technical skills
• Problem and Incident management - telemetry-led detection, ticket analysis, KB uplift.
• Root Cause Analysis tooling and fix delivery integrated with engineering release management.
• Observability platforms - Nexthink, Microsoft 365 admin telemetry, monitoring stacks.
• Escalation management aligned to Customer ITSM standards.
• Desirable
• Banking or finance experience.
• Experience in role, delivering complex, global End User transformation in a regulated industry.

Additional Information

Owns structured escalation paths and senior engineering representation - reducing management escalations and accelerating meaningful responses for the Customer operational organisation during transformation.

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Company Intel

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